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The User Monitoring API provides real-time data about agents in the Contact Center. It allows tracking of agent presence, current state (e.g., Ready, On Call, Wrap-up), and the campaign or queue they are handling.

This API is useful for dashboards, monitoring tools, and operational reporting. It helps supervisors understand agent activity, manage workloads, and optimize performance. Responses include live metrics such as active interactions and agent engagement details.

Data is returned in JSON format, supporting filtering and pagination for efficient retrieval in large contact centers.

GET

https://{DataEngine_Domain_Name}:<port>/v4/cc-list/{ccId}/monitoring/user-session-information

Header Value Description
accept application/json The client accepts json type of response format.
authorization Basic <base64_encoded_token> The authentication credentials. The token is a Base64 encoding of username:password.
Name Type Description Default / Values
cc-id integer (int32) Unique ID of the contact center Required
table-name string Monitoring table name Required Available values: user-runtime-information, user-session-information, chat-information, customer-information
offset integer Zero-based offset of the first entry included in this page Default: 0
limit integer Number of results to be returned Default: 100
sort_by array[string] Sorting criteria in the format `property:asc desc`. Multiple criteria supported
campaign-ids array[integer] Campaign IDs search filter -
user-ids array[string] User IDs search filter -
user-name string User name search filter -
status array[string] User and contact connection status search filter Available values:Inactive, ringing ,connected,hungup
queue-ids array[integer] Queue IDs search filter -
user-types array[string] User types search filter -
session-ids array[string] Session IDs search filter -
call-ids array[string] Call IDs search filter -
chat-ids array[string] Chat IDs search filter -
  • Sample Response – Success (200)

{
“http_code”: 200,
“method”: “GET”,
“request_id”: “f3217095-eddc-4ae8-a558-e4db0baef684”,
“response”: [
{
“data”: {
“contact_center_id”: 6,
“user_id”: “sachin_exe2”,
“user_name”: “sachin_exe2”,
“user_status”: “Ready”,
“user_status_duration”: null,
“service_info”: {
“instance_id”: null,
“sip_trunk_id”: null,
“grpc_callback_url”: null
},
“campaign_id”: 389,
“campaign_name”: “monika_webchat”,
“queue_id”: null,
“queue_name”: null,
“interaction_id”: “sachin_exe2_389”,
“channel_details”: {
“channel_type”: “VOICE”,
“addition_details”: {}
},
“customer_status”: null,
“customer_status_duration”: null,
“customer_details”: {
“id”: null,
“name”: null,
“phone_info”: {
“phone”: null,
“display_phone”: null,
“unique_identifier”: null
},
“crt_object_id”: null,
“addition_details”: {}
},
“waiting”: false
}
}
],
“metadata”: {
“total”: 1,
“count”: 1,
“offset”: 0,
“limit”: 100
}
}

Code Description Media Type Example Response
200 Monitoring data returned successfully. application/json json { "http_code": 200, "method": "GET", "request_id": "6da10c2e-1ef7-4206-98ce-410087c9a151", "response": [ { "data": "string" } ], "metadata": { "total": 1000, "count": 50, "offset": 5, "limit": 50 } }
400 Bad Request. application/json json { "statusCode": 400, "status": "Bad Request", "errorCode": "CONF-1001", "errorMessage": "Invalid input or malformed request." }
401 Unauthorized — missing or invalid credentials. application/json json { "statusCode": 401, "status": "Unauthorized", "errorCode": "CONF-1002", "errorMessage": "Authentication token is missing or invalid." }
403 Forbidden — user not permitted to access this resource. application/json json { "statusCode": 403, "status": "Forbidden", "errorCode": "CONF-1003", "errorMessage": "Access denied." }
404 Not Found — resource does not exist. application/json json { "statusCode": 404, "status": "Not Found", "errorCode": "CONF-1004", "errorMessage": "Object doesn't exist." }
500 Internal Server Error. application/json json { "statusCode": 500, "status": "Internal Server Error", "errorCode": "CONF-1005", "errorMessage": "An unexpected error occurred on the server." }